Striking A Balance Between Successful Brand Image And Customer Service For Luxury Brands
If you’re a luxury brand, making sure that your products or services appeals to your target market is essential. Brand awareness is one of the most significant factors that contribute to the successful running of a business. You want to make a great first impression that will last if you have aims to increase your consumer base and become a thought-leader in your sector.
Put yourself in the expensive shoes of your customers…
Everyone who shops in a high-end store wants a great customer experience, especially if they’re spending a lot of money. Did you know that 76% of customers said the actual in-store experience is more valued than their product? Although you should also be prioritising the quality of your products (to reduce returns and negative reviews), you should be constantly reviewing your current customer service methods and continually think of ways that you can improve the overall service.
Many luxury brands feel as though they deliver top level customer service, but while this may be partially true, there’s always room for improvement. According to one study, 80% of businesses already believe that they deliver a superior service to their consumers – but only 8% of shoppers actually agree with this statement.
Customers will become loyal if your service is good — there’s no doubt about it. Not only that, but if you’re looking to increase your consumer acquisition rates – this is a good avenue to go down. 84% of people make a purchase because of a referral; so if your first impression is worthwhile, it could lead to additional business.
How to make the right changes within your brand
Most luxury brands have uniforms. This makes employees are identifiable to customers and this can only be achieved by designing a uniform that stands out; while catering to each type of individual that works for you (considering religions etc).
Tailored workwear shines your business in a positive light – so you must design them in the correct way and prioritise employee comfort to ensure you receive the best delivery from them.
As you’ll be adopting new technology, implementing new services and adding new products, skill development is key to remain on top of your competitors. This should cover ways that they interact with consumers of all kind (race, religion, disability) and offer the most efficient service possible to show that you’re a reputable brand. On top of this training, you should also make your staff aware of any new products or services that you begin to offer so that they can give customers all of the information that they require.
It’s important to understand your target market Research has suggested that customers will spend up to 13 minutes in a store — so it’s important that you deliver an exceptional service. Queues are notoriously long here in the UK and can be the biggest contributing factor to a customer’s walk-out. To combat this, why not look at queue management software and point of sales service?
As a luxury brand, it’s your duty to deliver an exceptional service to your customers.